Lauren Williams

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Votes on activity by Lauren Williams Recent activity Votes
  • Zendesk's own web widget


    Hello, I've recently noticed that when talking to the Zendesk team via chat, when minimising the widget I have to go back into the menu, click Help and Feedback, then click Help to re-open the widg...

  • Chat Repor

    Hi,  I'm wanting to create a report that shows me a comparison of Engagement First Reply time by Agent (amongst a handful of other chat metrics). We have groups of agents already set up into teams,...

  • Transferred Chats - First Response Time

    Hi,  Hoping someone might be able to help me here. We've recently introduced chatbots within a department. When these can no longer support the customer they're transferred to another department to...

  • Reflect deletion of chat tickets in Analytics


    Hi,  I've recently been advised that when deleting a chat ticket in Support, this doesn't reflect in the  Chat Analytics. Nor does deleting the transcript from the Chat History subsequently reflect...

  • Productivity Codes


      Hi,  With the release of being able to see when agents are online, away, or invisible I'd like to know whether there's anyway in which we can implement our own codes within chat so as to be like ...

  • Agent/Customer Disconnection Report


    Hi, is there any way to tell from transcripts or any other data when a disconnection happens whether it was the agent's internet/pc or the customer's? We've had a customer threaten to commit suicid...

  • Suppress prompt coming from the Operating Hours?


    Hi,  Is there the opportunity to suppress the "go online/remain invisible" from the Operating Hours? It would be good to have an option that's configurable so as Team Manager's can set it for some ...

  • Seeing when agents send transcripts via chat


    Hi,  Can you tell me please whether there's a way to see if an agent has sent a transcript to a customer via the chat options during the conversation? For compliance and quality marking, we have no...

  • No reporting relating to Skills based routing??


    I've just been advised by one of your agents that there isn't any available information I can get from any skills we introduce within 'skills based routing'. How can I understand what the team are ...

  • Configure Chat Transcripts


    I'm not sure if I've been given the right information as I've had conflicting details so I'll raise this here and see where it goes. Is there any way in which I can configure/brand the transcript t...